ComplaintsforRoundy's Supermarkets, Inc.

• Initial Complaint

  10/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 10/25/24, I picked up my grocery order at *********** in ********. I had looked at my checking account prior to picking up the order and noticed two pending duplicate charges for $168.59. I notified the person who brought my groceries out about this and he said the second pending charge would drop off as soon as I picked up my groceries. This has not happened.I sent two emails to customer service with no response. I called Kroger customer support yesterday and today. Yesterday, I was told to contact my bank. Today I was told the charge should drop off in a another 3-5 days. When I spoke with my bank yesterday, the cashier shared they are getting lots of complaints because it is Kroger's new policy to place duplicate holds on the accounts. On 10/28/24, the charge of $168.59 posted and cleared my bank. As of today, Kroger continues to leave a charge of $168.59 pending on my account and keeps switch the date daily. For example, today the date is 10/30/24 yet the purchase was paid for. No new orders have been placed. In these tough economic times, I cannot afford to have pending charges on my account for orders I did not place.

  Business response

  10/30/2024

  Hi ******, Thanks for reaching out to our team with this concern, we had a member of our team has reach out to you directly earlier this afternoon. Thank you!

  Customer response

  10/31/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  A member of your team did reach out to me and ask for more details.  However, the issue has not been resolved. My bank, ***, is telling me you are placing the duplicate hold on my account and you are telling me it is the bank.  All I ask is the duplicate charge be removed.  I reviewed  my account today and now the date for the pending duplicate charge changed to today.  As you can imagine this is very frustrating.
  
  Regards,
  
  ****** ******

  Business response

  10/31/2024

  Hi ******,
  I understand the frustration and I appreciate your understanding as we share the system processes. I have attached the transaction history we see in our system it shows only one charge to your card,which means our system does not have any pending charges and the hold has been released. ***** is going to follow up with you tomorrow morning to check in, so you have another touch point with our team along the way. Thanks for following up here.

• Initial Complaint

  10/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had coupons loaded into my picknsave account so that when you make a purchase the coupons give you the discount when you shop there.This day was free bacon and buy one lunchable get one free.none of the discounts where taken off .I contacted Pick n save and they gave me.$5.00 dollars off of my next pick up or delivery order.i dont use either one of those services. I want my money refunded $4.99for the bacon .$2.19 for the lunchable ,that is $7.18 to be refunded to **** have my receipt I have all the screenshots showing that they falsified and did not give me the discounts.

  Business response

  10/17/2024

  Hi **** - Thanks for sharing this concern with us, we reached out to you via the email address provided, below is a copy of that message. Thank you!

   

  Thanks for reaching out with your concern, we appreciate the opportunity to address! When reviewing your purchase, it looks like the sales were not triggered as the requirements were not met. With the Free Bee Friday items, the discount is applied once the minimum purchase threshold of $35 is reached. The Lunchables sale was on a different item.
  
  All of that said, we appreciate your shopping with us and we have applied a credit to your Fresh Perks account for $8. You will be able to utilize that on your next shopping trip. And our teams are happy to address questions in-store, our teams are happy to help if you have questions during your visit.

• Initial Complaint

  09/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Delivery problems, availability of product to delivery or pick up customers. Staff inappropriate dialogue and lack of follow-up. Company giving me pieces of information via email and then not fulfilling them. Breakdown in communication between instacart and pick n save. I'm in the middle because I'm told to work with each company. Product that's moldy that is not being credited even after being instructed to purchase the more expensive product. I have multiple emails to the assistant store manager who instructed me to let him know of all the issues and concerns that there was no follow-up. I'd never obtained the tickets that I was due to after fulfilling the purchases required to obtain for free. Assistant store manager never followed up on that. I have emails from customer service that are contradictory to phone conversations. Items that I never ordered were charged to me and not refunded.

  Business response

  09/12/2024

  ****, thanks for bringing your concerns to our attention so our team could reach out yesterday to address. We appreciate you shopping with us!

  Customer response

  09/23/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  Yes I spoke with ***** this morning and issues related to the store have been resolved. Corrective measures have been taken. However they're still remains concerns regarding the instacart delivery their inability to deliver to the correct home, the correct product, and the correct charges. However that has to be put in as a different concern. Thank you for your help.

  
  Regards,
  
  **** Lynn **************

• Initial Complaint

  08/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  So I bought 4-12pks of coke at 4.99 apiece on the 27th. I was doing pickup of my order the 28th bc I would not see it before the pickup time was over. When I placed my order they took the ***** directly off my *** card so I assumed I paid for the items just need to pickup on Wed. Well I go to pick up and I was charged an extra ***** on my cc because according to them since I didn't pick up on Tues when order was placed i ave to pay full price. I said well u guys tookhe money off my card on the date I ordered so they end refunding me the ***** on my *** I was told they couldn't put it bk on my cc. So I said whatever I guess. So I go to look at my bank account and there is whole new charge off my cc for ***** now. That's almost 40 off my cc for something that was solely bought on my ***. I now have an overdraft fee due to pick n save taking money I didn't authorize. Both charges are between the 27th and 28th of this month ***** off my cc and ***** on ***. The *** was refunded though. When I called I was hung up on when asking for a supervisor and was told in online chat to call finance **** at the same number I was hung up on

  Business response

  09/06/2024

  Hi *****, It sounds like you spoke to a member of the team yesterday and he was able to resolve your concern. Thanks for shopping with us and have a great rest of your week. Thanks!

  Customer response

  09/06/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  08/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Heres a VERY brief overview of what Ive gone through:On July 20, 2024, I placed a pickup order for 07/21. I received a message saying they were delayed in putting my order together. I called the store and informed them that due to the delay, I'd be unable pick-up my order that day and asked the lady to hold my order until 07/22. She said this was no problem.On 07/22, my family went to pickup my order, due to a medical complication I had. My mom and daughter each tried to get it, but both were told they "didn't have it". I called the store later and was also told that "they didn't have it" and that I'd need to contact Kroger's 800 number for help. I then called the 800 # and spoke with ******. After an hour call, she said approved a refund for my order.I also went INTO the store and spoke with the manager, *****, who said my order had already been picked up! But its wasnt picked up by me or my family! He said I'd have to again contact Kroger's 800 number for help.On July 23, 2024 I received an email from ********, saying my refund was now DENIED. So I went back into the store on July 24, 2024, and met the assistant store manager, *******. He contacted the 800 number for/with me, to see why I received this email. After another hour long phone call, their **** ******, stated that the issue something on THEIR end: the request wasn't sent through. Believing the issue was figured out, I thanked ******* and left the store.More than two weeks, I still haven't received a refund on either of my payment methods, so I placed ANOTHER phone call to corporate on August 7, 2024.This rep., *****, again said the STORE denied my refund. Eventually, he said he got it reapproved and that I can expect a refund within 30 days. Rightfully so, I didn't trust his response, so I requested to speak with a manager, only to be HUNG UP ON after NINETY minutes on the call.I'm a disabled citizen and what I've been put through has had a significant toll on my health.

  Business response

  08/09/2024

  *****,

  Thank you for shopping with us - and reaching out to give us the opportunity to address this concern. This afternoon you should have an email with the refund information and a voicemail from a member of our team. Let us know if there are questions. Thank you again for shopping with us.

• Initial Complaint

  05/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed a pick up order with them bc soda was 4.99 a 12pk. I bought 4 and a few other items equaling roughly $40. I went to get my order, first I was never informed my order had items not in stock usually rec an email or text, but when I got there the guy said he found my last 12pk so he just swapped with the replacement they put in my order. I said ok but as I was looking at the receipt I asked why I was charged $10 more and on my cc when I didn't buy anything to b put on my cc. The order was being paid by ebt. I was told it would correct itself. Well it didn't and I called Kroger I was told on may 5th I would be issued a refund would take 7 to 10 business days. Said ok hung up phone called back on the 14th was told a refund was never initiated. Called a 3rd time was told it was initiated and I would see an email and refund in a fee days. We are now at the 24th of may and still no refund or action done on my order. Copy of may 5th email confirmation down below

  Business response

  05/24/2024

  *****, Thank you for shopping and reaching out so we can address this concern. It sounds like you've spoken to a member of our team who addressed the concern. Let me know if you need anything else and have a great rest of your day. Thank you!

  Customer response

  05/24/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  05/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I placed an online grocery order #******************* with Pick n Save/Kroger on 5/7/24 and agreed to the charges on the *** CARD amounting in $36.94. However, my final receipt showed that I had been charged on my bank card an additional unauthorized fee of $6.49. When I called to inquire as to why my bank card had been charged when all of my grocery items were *** approved, I could not get a clear answer and kept being placed on hold by the agent. I was finally put through to a supervisor by the name of ***** who informed me that there pricing had changed and thats why my card was charged. My authorized payment amount should not have changed due to the fact that there price changed the next day in which my order was due to be delivered. I am very disappointed and am interested in having the additional charges reversed. Thank you, ******************* reference number #********

  Business response

  05/09/2024

  We appreciate you sharing your experience and allowing a member of our team to address the questions about grocery delivery, along with issuing you a credit. Thank you.

  Customer response

  05/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [As per my original complaint, I am requesting a refund as a I only order online due to my disability and would have to spend at a minimum $35 in order to qualify for a free delivery. Therefore, Im still spending way more money than budgeted. The extra $6.49 was taken from my childs child support card. I am only asking for the return of those funds. Thank you.]
  
  Regards,
  
  ***************************

  Business response

  05/09/2024

  Hi! It sounds like our team reached out and resolved this, thanks for contacting us!

  Customer response

  05/13/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had a prescription called into Pick N Save Pharmacy on 4-29-24. I went to pick this up late in the after just after 3:00pm. The worker ***** refused to complete my prescription. Said she sent a e-mail to my Dr. for some further information because of other medicines I'm on. I needed this medicine so I called my Dr's ****** (while at the counter with *****) I tried talking with 3 different Dr's ****** on this matter, however bc it was after 3:00pm all staff were done for the day & wasn't able to get my new medicine. In the meantime another person came to the *************** told me to back away for privacy of the next person. I said no bc you are working with me and the person who walked up can wait their turn and stayed at the counter. She then processed to help the person who walked up to the counter (with me still at the counter) yes I over heard all of this customer's info personal and info on their prescipition (If I was that person I'd me very concerned knowing someone else just heard all my personal info). I did tell ***** this was completely ridiculous they can't fill my prescription (Don't you think the Dr already reviewed my info. before sending in my prescription. She refused to knowledge my concern. So I went home very unsatisfied and very upset. I called ********* for a transfer of my prescripitons from *********** and was taken care of and was told give it 2 hours and yes you can get your new medicine yet today. I waited til 6:00pm called ********* back to check the status. They told me they sent the request over but haven't got anything from ***********. So I called *********** talked to *****, she never asked for my info, name/DOB ect. (now this could have been anyone calling) told me she got the request and it will be done. It never was done. I had to call them again on Tuesday 4-30-24 three different times in order to have this transfer done (this never should have been like this). I then called ********* and finialy it was done and got my med filled.

  Business response

  05/10/2024

  Thank you for reaching out with this feedback, a member of our team has contacted you at the number provided. Let us know if you have any questions. 

  Customer response

  05/11/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  02/21/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed a pick up order on 1/26/24 - within 60 minutes of picking up I used the chat feature for customer service and told them I had been overcharged for 2 items. They were ham slices. I ordered 2 at $2.99 each. I now wonder if this was a typo but when checking it said each not per pound but I will continue the explanation and even that price would not make sense.When I put the groceries away I had 2 full hams. One was labeled for $7.89 and one for $34.56. This still would only equal $42.45.I was charged $84.29 for these 2 items.When chatting I explained this and I was told on 1/26/24 I would be refunded $78.31. I checked back via chat a minimum of 8 times and telephoned twice. I was told numerous times different stories *the refund was never processed *the refund was processed on different dates. (I was told 1/26/24 - 2/10/24 and 2/12/24 *the refund would be in my account in multiple days *each time is did not show up I was told 3-5 more business days each time *the last chat the agent literally ended the call when I questioned who I could confirm with *I was told Friday February 28th would be the date I would now receive a refund. The 28th is not a Friday, when I asked to clarify they refused to answer

  Business response

  02/22/2024

  *********,
  Thank you for bringing this concern to our attention so we could address it! It sounds like resolutions are in the works and youve connected with a member of our team along with having his contact information for follow up. Thank you for shopping with us and giving us the opportunity to make this right for you.
  
  Thank you!

  Customer response

  02/26/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  I appreciate the quick response and reaching out to me.  I am sorry it had to be elevated to a BBB issue but I felt for a month I was getting a circle of the same answers but you handled it very quickly from there and the refund has since been received with your intervention.
  
  Regards,
  
  *****************************

  
  

• Initial Complaint

  12/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed 4 curbside order for my clients.I actually was saving money on a lot of items due to the sale and digital coupons they have in which my totals were a lot less because I thought the goal was to pick n save. Well ms ****** at the ******** ave location not only refused all my curbsides her reason was because I was saving to much money I said so what. Then she canceled my mother order because she said she had none of the order in stock. I definitely feel their advertisement to save money is a ploy & false advertisement because she said its at her discretion to honor any coupon or sales even the ones they have you clip and apply to your order. I have never been told I was saving to much money so my order was canceled. Then to be told a store is out of stock of alllllll the items on my mothers order. I have some proof of this ****************************** Im taking this bigger than those curbside orders. Im allowed to shop and save as much money I want without a negative ***** blocking my orders because Im saving to much money.

  Business response

  12/12/2023

  *****, Thank you for sharing this feedback with us. A member of our e-commerce team has left a voicemail at the phone number provided so they can address the complaint with you. Can you please return their call at your earliest convenience. Thank you!

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩